Customer Experience and Agile Manager

Reference No: WD-0003244

What's the role?

Be the counterpart to the Global and Local Customer Experience and Market Insight teams with responsibility to implement and roll-out new and current initiatives, tools and process related to Customer Experience.

Who is Hilti?

Unless you work in construction, you probably haven't heard of us. We're a hidden gem.

We provide leading-edge tools, technologies, software and services for the professional construction sector. Our customers are loyal and enthusiastic about us. So are our people.

We regularly win Great Place to Work awards globally and are very proud to have been placed on the Times Top 100 Best Companies to Work For list in the UK by our employees for the past 10 years.

Hilti offers the best of both worlds – friendly teams locally and roles across the UK combined with the opportunities only a company of 30,000 people spread across 120 countries can bring.

What does the role involve?

You will be responsible for bringing greater Customer Centricity (E2E customer journey based approach in evaluating and improving key customer touchpoints with Hilti) to all major business activities in Hilti Northern Europe.

You will identify pain points in our Customer Journey touchpoints and secure leadership support to improve them. Create Agile teams to implement improvements to selected Customer Journeys by drawing on a range of cross-functional stakeholders and establish a unified view of the customer; aggregating dispersed data (Customer Opinion Surveys, Focus Interviews, Complaints) into holistic overview with high leadership attention.

Once you join Hilti, you’ll see why people stay. Indeed, 82% of people who joined us two years ago are still with the company.

What do we offer?

We really value our people and we've worked hard to develop a competitive reward package that reflects this. Some of the benefits we offer include:

*Different ways to work flexibly including working from home and compressed hours so please feel free to talk about what flexibility means to you at your interview
*Genuine career advancement (more than 80% of all leadership roles are filled internally
*Competitive salary and above-average performance bonus
*6% employer pension contributions
*Private Health Insurance and Employee Assistance Programme
*33 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
*Paid leave to work on charitable projects
*Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
*Subsidised on-site canteen and free fruit and salad
*Free parking and excellent public transport links

Our Head Office is currently based next to Old Trafford but in early 2021 we will move to state of the art new premises at Circle Square in Central Manchester. We will continue to offer free parking for employees and will be located a short walk from Oxford Rd train station and St Peter's Square tram stop.

Why should you apply?

We have an excellent mix of people and success at Hilti is down to teamwork and ability, no matter what your background.

What you need is:

  • Solid project management experience –preferably in Agile environment – with proven ability to manage senior stakeholders and deliver complex projects efficiently, with impact at scale
  • Outstanding passion for customer experience and behaviour in response to business processes – e.g. Direct Sales, Market Research, Customer Experience.
  • Powerful storyteller, with the ability to influence, persuade and challenge senior leadership to take action
  • Strong analytical skills and technical competency to work with large volumes customer data and draw meaningful conclusions in a simple and easy to understand manner
  • Highly proactive self-starter with strong evidence of achieving impact at scale under pressure
  • Proven competency driving end-to-end customer experience projects – e.g. as a CX or Customer Success Manager is advantageous
  • Master's Degree, MBA preferred

Click through the 'Apply Now' button where you will be asked to upload your CV and answer a couple of short questions – the whole process should take around 90 seconds. If we like what we see, you'll be invited to a telephone interview.

If you need any support with your application please contact

“There’s a real family spirit and you can literally knock on any director’s door at any time. Also your line manager will work very hard to help you develop your skills, both professionally and personally.”

- Amer, Key Projects Manager

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